ServiceNow

Certified Implementation Specialist

– Service Mapping
Exam Specification
San Diego Release – Updated March 30, 2022
Introduction
The ServiceNow Certified Implementation Specialist – Service Mapping Exam
Specification defines the purpose, audience, testing options, exam content coverage,
test framework, and prerequisites to become Service Mapping certified.

Exam Purpose
The ServiceNow Certified Implementation Specialist – Service Mapping exam certifies
that a successful candidate has the skills and essential knowledge to configure,
administer, implement, and maintain the Service Mapping application with the
ServiceNow system.

Exam Audience
The ServiceNow Certified Implementation Specialist – Service Mapping exam is available
to ServiceNow customers, partners, employees, and others interested in becoming a
ServiceNow Implementer or Administrator.

Exam Preparation
Exam questions are based on official ServiceNow training materials, the ServiceNow
documentation site, and the ServiceNow developer site. Study materials posted
elsewhere online are not official and should not be used to prepare for the examination.
Prerequisite ServiceNow Training Path
ServiceNow requires the completion of the following prerequisite training course(s) in
preparation for the CIS-Service Mapping exam. Information provided in the following
ServiceNow training course(s) contain source material for the exam.
• ServiceNow Fundamentals
• Get Started with Now Create
• ServiceNow Platform Implementation
• CMDB Fundamentals
• Service Mapping Fundamentals
• Service Mapping Implementation
• Service Mapping Implementation Simulator

Visit the certification path for CIS-SM Now Learning.

Upon completion of Software Asset Management Professional Fundamentals, the

candidate will be eligible to obtain or purchase a nontransferable voucher code to
register for the Certified Implementation Specialist – Software Asset Management (SAM)
Professional exam.

Recommended Knowledge & Education

ServiceNow recommends completion of the following Training Course(s) and
Certification(s) in preparation for the exam.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 • Certified System Administrator
• Discovery Fundamentals
• Event Management Fundamentals

Additional Resources
In addition to the above, the candidate may find these additional resources valuable in preparation for
the exam.
• ServiceNow Learning Library courses (i.e. CMDB Reconciliation, Event Management)
• ServiceNow Service Mapping Delta – Kingston

Additional Knowledge & Experience

• Six (6) months field experience and/or participation in at least two ITOM deployments
predominantly Service Mapping
• General familiarity with industry terminology, acronyms, and initialisms
• Intermediate or above Windows and Unix administration skills

Exam Registration
ServiceNow partners with Kryterion using their Webassessor platform for exam registration.
Our mainline exams are offered at Kryterion test centers or can be taken anywhere online
while a Kryterion proctor monitors the exam appointment.
To register for an exam, you will need to create a Webassessor account and then link it
to your Now Learning account.
For individuals with a disability or English as Second Language (ESL), ServiceNow does
offer reasonable accommodation while taking the certification exam.
NOTE: A special accommodation version of the exam is available. Contact
certification@servicenow.com for more information. Depending on the
accommodation, there may be a 30-day lead time before testing.

Exam Scope
Exam content is divided into Learning Domains that correspond to key topics and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.

The following table shows the learning domains, weightings, and sub-skills measured by
this exam and the percentage of questions represented in each domain. The listed
sub- skills should NOT be considered an all-inclusive list of exam content.

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Learning Domain % of Exam
1 Service Mapping Pattern Design 30%
• Pattern Designer (i.e. Debug, Steps, Temp variables,
Command Line Console)
• Operations (i.e. Match, Parse variable, Parse file,
Parsing strategies)
• Scripting (i.e. WMI, SSH, Regex, Command Line, SNMP)
• Application Identification and Connection Sections
(Patterns, Identification and Connection Sections,
Troubleshooting)

2 Service Mapping Configuration 20%

• Setup and Configuration (i.e. Configuration files,
Tuning, Applications, IP ranges, MID Servers, Icons)
• Service Configuration (i.e. Entry points, CI Types,
Credentials, Service Maps, Schedules, Service Groups,
Technical Services, Service creation)
• Service Mapping Process Flow (i.e. Process flow,
Troubleshooting, Discovery Log)

3 Discovery Configuration 15%

• Discovery Setup and Config (i.e. Behaviors, Clusters, IP
Services, Schedules, MID Servers)
• Discovery Process Flow (i.e. PCIE Phases, ECC Queue,
Status, Discovered Device)
• Discovery Troubleshooting (i.e. Discovery Errors,
Authentication Errors, Duplicates, Credentials)

4 Event Management 10%

• Event Setup and Configuration (i.e. Event Processing,
Event Rules, Event Mapping Rules, Operator
Workspace)
• Alerts (i.e. Task Templates, Alert Rules, CI Binding)
• Event Management Solution (i.e. Business Value,
Definition, Positioning, Customer Conversations)

5 Configuration Management Database 15%

• CI Class Management (i.e. CMDB Health Dashboard,
CI Class Manager, CMDB Tables, Reclassification,
CMDB Relationships)
• CMDB Identification and Reconciliation (i.e.
Identification Rules, Reconciliation Rules, Datasource
Precedence Rules, CMDB De-duplication Tasks)

6 Service Mapping Engagement Readiness 10%

• Scoping (i.e. Service definition, Shared services,
Licensing, Supported Applications)
• Planning (i.e. Implementation Skill Sets, MID Server
Requirements, Implementation Requirements, Security
Requirements)

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 • Operationalizing IT (i.e. Measurable KPI improvements,
Service Mapping Benefits, Service Mapping Use
Cases)

Total 100%

Exam Structure
The exam consists of 60 questions.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible responses.
The candidate taking the exam reviews the response options and selects the one
response most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible responses.
The question will state how many responses should be selected. The candidate taking
the exam reviews the response options and selects ALL responses that accurately answer
the question. Partial credit is not provided.

Exam Results
After completing and submitting the exam, a pass or fail result is immediately calculated
and displayed to the candidate.

Topic level results will be provided to those who fail the exam.

Exam Retakes
If a candidate fails an exam, a voucher is not needed to retake the exam. Register and
pay for the exam in Webassessor. Review the Candidate Journey Guide’s Retake Policy
for more information.

Sample Question(s)
Sample Question #1:
In Service Mapping, which one of the following will cause an application to be
identified as a Generic application?
A. No Pattern Identification Section matches
B. No Connection Section matches
C. No Identification and Connectivity Section matches
D. No CI Identifier exists
E. No Credentials are configured
Answer: A
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Sample Question #2:
After executing Service Mapping discovery, you find that there is a credential error.
Which one of the following icons displays on the service map that represents the
credential error?
A. Red stop sign
B. Yellow triangle
C. Generic application
D. Question mark
Answer: B
Sample Question #3:
Which one of the following Discovery phases do authentication errors occur on?
A. Port Scan
B. Classification
C. Identification
D. Exploration
Answer: B
Sample Question #4:
In Event Management, which one of the following does an Event Rule create?
A. Alert
B. Event
C. CI Remediation
D. Event Field Mapping

Answer: A

Sample Question #5:

When a Server is reclassified from Server table [cmdb_ci_server] to the Windows Server
table [cmdb_ci_win_server], which one of the following describes the process that
occurred?
A. Class Upgrade
B. Class Downgrade
C. Class Switch
D. Class Change

Answer: A

Sample Question #6:

Which one of the following ServiceNow application KPIs would improve most as a direct
result of having visibility to a service map created through Service Mapping?
A. Problem Management: Number of Incidents per Known Problem
B. Incident Management: Mean Time to Resolve
C. Change Management: Number of Major Changes
D. Event Management: Signal to Noise Ratio

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Answer: B

For More Information

www.servicenow.com

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.